Fraud (disputed) credit card transaction with Lloyds

[Deleted User]

Because you spoke to a call centre agent. They won't know the subtleties of pending transactions.

Penelopa.Pitstop

taurusgb wrote: »

Thanks for all the responses, interesting - although still irritated. We were in Europe for over a fortnight, filled up 7 times, all garages except one, had prepay pumps, none of the others did this, only the Total garage.


Also, if this is such a "normal" thing to happen, why didn't the LLoyds advisor say so?

I get pre-authorisation for fuel pre-payment on every card (usually £99) in UK and it's hanging there until it changes to actual amount and it's posted. Some cards have pre-authorisation for £99 and actual payment and then pre-auth. drops. So it's the same as in Europe, just different currency.

The only annoying thing that happened to me, is 4 pre-authorisation for 150 euro in Livigno, but all dropped next day and so far, I wasn't charged for fuel since July.

born_again

taurusgb wrote: »

Also, if this is such a "normal" thing to happen, why didn't the LLoyds advisor say so?

Not exactly something anyone is trained on in a call center, they are trained on more important stuff (meeting customer needs is the current speak...) You can get lucky and get one that has come across it before, mostly long serving staff.
It will be once you get through to the fraud/disputes teams that it is part of the role. Even then it's not always something that is actually trained. More experience.

Lorian

I've noticed ASDA is only pre-authing £1 now. not sure when it changed from £99 - could be some time ago I don't take a lot of notice of it.

DCFC79

Lorian wrote: »

I've noticed ASDA is only pre-authing £1 now. not sure when it changed from £99 - could be some time ago I don't take a lot of notice of it.

Cant recall when it changed but there was a big fuss over it as people with not enough in the account to cover the actual cost of fuel were declined, declined due to the pre auth of £99.

NutWorld

taurusgb wrote: »

On our way to catch a ferry yesterday, we filled up at a Total garage in Calais. The cost for the diesel we filled up with was 54 Euro. Tonight I logged into my Lloyds account to check what exchange rate I had been charged and saw that there were two transactions listed under pending for the Total garage, the one I made and another for £134 (the euro amount wasn't available).


I've just got off the phone to Lloyds and I'm furious. Firstly I had to wait 30 minutes to speak to an advisor, only to be told that even though I "say" I did not make the second purchase, it is not counted as fraud because I had already made a transaction with Total, this apparantly means a fraud can never be committed with any provider that you have ever made a purchase from. It is therefore "only" a dispute, and as a dispute, I cannot take any action until the amount moves from pending to my account. After this happens, they will investigate and it "may" be resolved in my favour. He further went on to say that he couldn't say whether they would ring-fence the disputed amount, that he had no idea how long an investigation might take. I finally gave up when he asked me IF I would like the call logged? For goodness sake - why wouldn't that be automatic?

Anyway, can anyone tell me please what the usual timeline is in cases like this? and what, if anything, I can do to get this sorted out swiftly?

There is no fraud, or even a valid basis for a genuine dispute at present as these amounts are only pending.

Calm down and wait to see what transpires. Either the pending transactions will fall away or will be posted to your account (not necessarily the same for both pending transactions i.e. one may fall away, one may be posted).

Then decide if you wish to dispute the posted transaction (if any).

NutWorld

taurusgb wrote: »

But would the correct amount appear as pending as well if that was the case? and why so much?

Yes, the correct amount may well be posted as pending until it is posted to your account. As it's an overseas transaction, it may take a little longer to be posted to your account than a UK transaction would take.

I don't understand the "and why so much?" question. If it's the amount of fuel you purchased, the amount you authorised, and it's the correct amount, then presumably that is how much the fuel cost at the retailer you bought it from. :huh:

Fingerbobs

I suppose this is one of the reasons the banks were reluctant to allow customers to view pending transactions - it creates a lot of anguish over things that will probably be completely resolved before the transactions are posted.

born_again

NutWorld wrote: »

I don't understand the "and why so much?" question. If it's the amount of fuel you purchased, the amount you authorised, and it's the correct amount, then presumably that is how much the fuel cost at the retailer you bought it from. :huh:

Because the auth amount to start with was for the max amount you could have received from the pump. Not the actual amount of fuel received, which was also showing.
Imagine filling a car up a several times on a long run in Europe. Not much in your account and you would find no available funds... Not nice.
Europe works pay at the pump in reverse to the UK. We are £1 or £2. Europe is the max you can get. I known this for over 10 years.
It was tried in the UK as it is what Visa/Mastercard wanted to bring everything in line. May 2018. It failed due to the number of complaints from people who run accounts (no fault of their own) close to limits all the time. So they ended up not being able to buy other items after filling up with fuel.

nick74

Socajam wrote: »

Can you not log into your account and send them a message?
That's what I do with Barclaycard. I always receive a reply within 24 hours.

No, that would mean Lloyds moving into the 21st century and allowing people to send them online messages. Lloyds have never had this facility.